Exchange or Credit Note

We will gladly exchange your item or provide you with a store credit, provided you follow the usual sort of return conditions as set out below.

To be eligible for an exchange or credit:

(1) your item(s) must be unused, unworn (if applicable), with all tags and original packaging still intact and in saleable condition; and
(2) you must submit your returns request via our Returns Portal within 7 days of receipt of your order. 

We will review your return request and, if approved, we will provide details on how you should return your items. We note that you should:
(a) package your item(s) appropriately to ensure they will not be damaged in transit (any damage during transit will be your responsibility as we are unable to accept returns for items that arrive damaged); and
(b) use a tracked service with insurance, as we are unable to accept liability for return parcels not received by us. 

Once we receive your return we will process it within 5 business days. 

Unless you are entitled to a refund under Australia consumer legislation (addressed further below), you are responsible for the cost of shipping the returned item and any exchange items. A $9.95 reshipping fee will be applicable in the event you would like an exchange. 

Refunds

If required in accordance with Australian Consumer Law we will gladly provide a refund (or exchange or credit note) and any return shipping will be at our cost. For clarity, we note that the following situations will generally not give rise to a refund under the Australian Consumer Law:

(1) your parcel delivery being delayed by our shipping provider and/or your parcel arriving after the date you required it; and
(2) an item you receive is a different colour in person to what it appears to be on your computer or mobile phone screen (excepting cases where the item is in fact incorrect - for example, receiving a blue version of a blanket instead of the pink version). 

If you believe you are entitled to a refund under Australian Consumer Legislation please contact us at hello@jackandwillow.com.au and we will work with you to resolve your issue as swiftly as possible.

Non-Approved Returns 

If you send us a return that is not pre-approved as noted above, we will contact you to obtain your instructions as to how you would like the item to be dealt with (return to you at your cost or destruction).

We kindly request that you do not contact us via our social media channels to organise a return - due to the large volume of queries we receive it very likely that we will not see your message in a timely fashion and we'd hate for your return to take longer than it should!